Request For Proposal (Rfp) For Selection Of Vendor For Setting Up .
REQUEST FOR PROPOSAL (RFP)FOR“SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALLCENTER OPERATIONS ON FULLY OUTSOURCED MODEL”Issued by: CANARA BANKMCRM SECTIONMARKETING & RR WINGHEAD OFFICE113-1 JC ROADBENGALURU 560002EMAIL: homcrm@canarabank.comCanara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 1 of 127
Bid Details in BriefSl. No.General Details1.RFP No. and Date2.Brief Description of the RFP3.DetailsRFP 01/2016-17 dated 17/12/2016Selection of Vendor for Setting up andManagementofCallCenterOperations on fully Outsourced ModelMCRM Section, Marketing & RR Wing,Head Office,Bank’s Address for Communication 3rd Floor, Jeevan Prakash Building,113-1, J C Road, Bengaluru -560002and Submission of TenderTel - 080-22538529, 22538530Email: homcrm@canarabank.com4.Mode of TenderOffline5.Tender TypeOpen6.Type of TenderSupply & Service7.Bidding TypeIndigenous8.ConsortiumNot Allowed9.Download Tender DocumentAllowed Online10.Purchaser LocationPan IndiaKEY DATES11.Date of Issue of RFP12.Last Date and time for Submission ofPre Bid Queries30/12/2016, Friday upto 5:00 PM(Via E-Mail, Hard Copies)13.Date of Pre Bid Meeting and Time04/01/2017, Wednesday at 3:00 PM14.Pre Bid Meeting (Location)Conference Hall,5th Floor,Canara Bank Head Office Annexe,113/1, J C Road, Bengaluru - 56000215.Date of Replies to Pre Bid Queries10/01/2017, Tuesday16.17.18.17/12/2016, SaturdayLast Date and Time of Submission of30/01/2017, Monday upto 3:00 PMPhysical BidsDate and time of Opening of Part A30/01/2017, Monday, 3:30 PMConformity to Eligibility Criteria.Date and time of Opening of Part-BWill be intimated at a later dateTechnical Proposal.19.Date and time of opening of Price BidWill be intimated at a later date20.No. of Envelopes to be submittedThree Envelops:1. Eligibility Conformity, Integrity Pact,Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 2 of 127
21.Application Fees (Non-Refundable)22.Earnest Money Deposit(Refundable)EMD & Application Fee.2. Technical Proposal.3. Price Bid.All the above three envelops should beenclosed in a Master Envelop.Rs. 25,000/- in the form of DemandDraft in favour of Canara Bank,payableatBengaluru(Nonrefundable).Rs. 40,00,000/- (Forty Lakh Only)This document can be downloaded from Bank’s ents/tenders/Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 3 of 127
DISCLAIMERThe information contained in this Request for Proposal (“RFP”) document orinformation provided subsequently to bidders or applicants whether verbally or indocumentary form by or on behalf of Canara Bank (or Bank), is provided to thebidder(s) on the terms and conditions set out in this RFP document and all otherterms and conditions subject to which such information is provided. This RFPdocument is not an agreement and is not an offer or invitation by Canara Bank to anyparties other than the applicants who are qualified to submit the bids (hereinafterindividually and collectively referred to as “Bidder” or “Bidders” respectively). Thepurpose of this RFP is to provide the Bidders with information to assist theformulation of their proposals. This RFP does not claim to contain all the informationeach Bidder requires. Each Bidder may conduct its own independent investigationsand analysis and is free to check the accuracy, reliability and completeness of theinformation in this RFP. Canara Bank makes no representation or warranty and shallincur no liability under any law, statute, rules or regulations as to the accuracy,reliability or completeness of this RFP. The information contained in the RFPdocument is selective and is subject to updating, expansion, revision and amendment.It does not purport to contain all the information that a Bidder requires. Canara Bankdoes not undertake to provide any Bidder with access to any additional information orto update the information in the RFP document or to correct any inaccuracies therein,which may become apparent.Canara Bank reserves the right of discretion to change, modify, add to or alter any orall of the provisions of this RFP and/or the bidding process, without assigning anyreasons whatsoever. Such change will be published on the Bank's enders/) and it will become partand parcel of RFP.Canara Bank in its absolute discretion, but without being under any obligation to doso, update, amend or supplement the information in this RFP. Canara Bank reservesthe right to reject any or all the request for proposals received in response to this RFPdocument at any stage without assigning any reason whatsoever. The decision ofCanara Bank shall be final, conclusive and binding on all the parties.Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 4 of 127
Abbreviations used in this TVCOPC RFPRTGSSLASMEExpansionAutomatic Call DistributorAverage Handling Time or Average Call ResolutionApplication for Loan Processing SystemAssistant ManagerAnnual Maintenance ContractAutomated Teller MachineAggregate Technical ScoreBusiness Process OutsourcingCore Banking Solution/Centralized Banking SolutionClosed Circuit TelevisionCOPC High Performance Management Techniques TrainingCanara Public Grievance Redressal SystemCustomer Relationship ManagementCustomer Service AssociateComputer Telephony InterfaceDo Not DisturbDialed Number Identification SequenceDisaster RecoveryEquated Monthly InstallmentFirst Call ResolutionFixed DepositsFull Time EquivalentFirst Time ResolutionBidder obtaining highest score in Techno-Commercial EvaluationHigh Networth IndividualHuman ResourcesIndian Banks AssociationIndian RupeeInteractive Voice ResponseKey Performance IndicatorKnow Your CustomerManagement Information SystemNet Asset ValueNational Electronic Funds TransferNet Present ValueNon Resident IndianPerformance Bank GuaranteePublic Provident FundPrimary Rate InterfaceQuestions and AnswersReserve Bank of IndiaRecurring DepositsRequest for ProposalReal Time Gross SettlementService Level AgreementSmall & Medium EnterpriseCanara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 5 of 127
SMSSr. CSATLTPINTRAIUPSUSBVendorWANShort Message ServiceSenior Customer Service AssociateTeam LeaderTelephone Personal Identification NumberTelecom Regulatory Authority of IndiaUninterrupted Power SupplyUniversal Serial BusVendor is one who responds to this RFP documentWide Area NetworkCanara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 6 of 127
Table of Contents1.INTRODUCTION . 101.1.1.2.1.3.1.4.1.5.2.PROJECT SCOPE . 162.1.2.2.2.3.2.4.2.5.2.6.3.Bid Document . 40Application Money . 40Cost. 40Earnest Money Deposit (EMD)/Bank Guarantee In Lieu Of EMD:. 40Clarification to RFP and Pre-Bid Queries:. 41Pre-Bid meeting:. 41Amendment to the Bidding Document: . 42Bid System Offer. 42Preparation of Bids:. 42Cost & Currency: . 44Erasures or Alterations:. 44Assumptions/Presumptions/Modifications:. 44Submission of Bids: . 45Late Response to RFP . 46Bid Opening: . 46SELECTION OF BIDDER . 474.1.4.2.4.3.4.4.4.5.4.6.4.7.4.8.5.Proposed Model of the new Call Centers to be implemented and maintained. . 16Scope of Work . 17Setting up the New Centers . 27Service Requirements. 35Governance and Management . 39Reports. 39BID PROCESS . 12.3.13.3.14.3.15.4.About Canara Bank. 10Definitions. 10Details about Existing Call Center. 11Objective of Present RFP. 12Eligibility Criteria. 13Preliminary Scrutiny: . 47Clarification of Offers:. 47Evaluation of Bids:. 47Intimation to Qualified/Successful Bidders: . 47Correction of Error in Price Bid: . 48Techno Commercial Evaluation and Determination of H1: . 48Proposal Ownership:. 49Acceptance of Offer: . 49TERMS & STIPULATIONS . 515.1.5.2.5.3.5.4.5.5.5.6.5.7.Pricing Terms. 51Service Level Agreement (SLA) Compliance and Penalties. 52Key Performance Indicator (KPI) Parameters. 57Engagement of Associates/Subsidiaries/Third Parties. 59Performance Guarantee and Security Deposit . 59Indemnity . 59Effective Date:. 60Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 7 of 127
oject Execution: . 60Information Provided . 61Confidentiality . 61Vendor . 61Questions & Clarifications. 61Disclaimer. 62Cost Borne by Bidders. 62No Legal Relationship. 62No Bidder's obligation to information. 62Errors & Omissions. 62Acceptance of Terms. 62Code of conduct. 63Notification. 63Responsibility of Vendor for Bank’s Property . 63Disqualification . 63No outsourcing by Vendor. 63Acts of CSAs / Sr. CSAs. 63Access to Outsiders . 63Evaluation of Offers . 63Non-disclosure. 64Inspection & Audit. 65Force Majeure. 66Intellectual Property Rights:. 66Publicity. 67Amendments. 67Assignment. 67Captions and headings . 67Contractual Commitment . 68Execution of Agreement: . 68General Contract Agreement Conditions:. 68General Order Terms: . 68Cancellation of contract and compensation . 69Applicable law and jurisdictions of court . 69Resolution of Disputes and Arbitration clause . 69Negligence: . 70Responsibility for Completeness . 70Responsibilities of the Bidder. . 70Corrupt and Fraudulent Practices . 71Integrity Pact . 71Modification/Cancellation of RFP: . 72ANNEXURE-1 . 73ANNEXURE-2 . 75ANNEXURE-3 . 77ANNEXURE-5 . 81ANNEXURE-6 . 82ANNEXURE-7 . 83ANNEXURE-8 . 84ANNEXURE – 8A . 85ANNEXURE – 8B. 87ANNEXURE – 8C . 89ANNEXURE – 8D. 95ANNEXURE – 8E. 97ANNEXURE-9 . 98ANNEXURE–10. 99ANNEXURE-11.100Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 8 of 127
ANNEXURE-12.101ANNEXURE-13.102ANNEXURE 14 .103ANNEXURE 15 .104APPENDIX –A.106APPENDIX-B .107APPENDIX-C NDIX-G.114APPENDIX - H.122Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 9 of 127
1.INTRODUCTION1.1. About Canara Bank1.1.1. CANARA BANK, a body Corporate and a premier Public Sector Bank established in theyear 1906 and nationalized under the Banking Companies (Acquisition and Transferof Undertakings) Act, 1970 is having its Head Office at #112, J C Road, Bengaluru560002. The Bank is having pan India presence of more than 5800 branches, 118Regional Offices and 21 Circle Offices spread across the country. The Bank is workingon Core Banking System using Flexcube solutions.1.1.2. A strong advocator of technology adoption, Bank intends to provide excellentBanking services of global standards to all its customers through its variouscustomer touch points – i.e., Branches and various Alternative Delivery Channels likeATMs, Internet Banking, Mobile Banking, Tele-Banking (IVR), Call Centre, Kiosks etc.1.1.3. In addition to the regular Banking facilities, Bank also extends a variety of otherservices like Cash Management Service, Insurance, Mutual Funds, and Dematservices to its customers.1.1.4. Along with Branches functioning on Core Banking System, Bank has set up alternatedelivery channels like ATMs, Internet Banking facility, Tele Banking facility, MobileBanking facility, Mobile Wallets, SMS alerts, etc. for providing technology basedadvanced customer service with access to Banking facility without time barriers andphysical visit to Branches. All types of alternate delivery channel Systems areseamlessly integrated with the Core Banking systems, confirming to applicable ITSecurity norms.1.1.5. Bank has 10000 ATMs across the country – all the ATMs are connected to theBank’s own Base 24 ATM Switch, which in turn, is integrated with Core BankingSystems. All the ATMs of the Bank accept VISA, Master and RuPay cards.1.2. Definitions1.2.1. ‘Bank’ means unless excluded by and repugnant context or the meaning thereof,shall mean ‘Canara Bank’, described in more detail in paragraph 1 above and whichhas invited bids under this Request for Proposal and shall be deemed to include itsuccessors and permitted assigns.1.2.2. ‘RFP’ means this Request for Proposal prepared by Canara Bank for Selection ofservice provider for delivery of Call Centre Solution.1.2.3. ‘Bidder’ means a vendor submitting the proposal in response to this RFP.1.2.4. ‘Contract’ means the agreement signed by successful bidder and the Bank at theconclusion of bidding process, wherever required.1.2.5. ‘Proposal’ means that Technical/Financial proposal including any documentssubmitted by the bidder as per the formats prescribed in the RFP.Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 10 of 127
1.2.6. ‘Successful Bidder’/’H1 Bidder’ means the Bidder who secures the highest as per theevaluation criteria after conclusion of the bidding process including the reverseauction, if any, subject to compliance to all the Terms and Conditions of the RFP, etc.1.2.7. ‘Agent’ means Customer Service Associate (CSA) or Sr. Customer Service Associate(Sr. CSA) used interchangeably in this document. For the purpose of this RFP, Agentalso means Full Time Equivalent (FTE) logging for an aggregate 182 hours in a monthand the payment terms will be based on such number of FTEs employed and servicerendered.1.3. Details about Existing Call Center1.3.1. Bank established its own Call Centre during March 2008 at Bengaluru to providecustomer service through Inter-active Voice Response System (IVRS) as well asCustomer Service Agents ("CSA").1.3.2. The software / hardware and other required infrastructure is provided by the Bank.The Call centre’s application is also seamlessly interfaced with Core BankingSolution. The management of Call Centre activities is presently outsourced to M/sCanbank Computer Services Ltd. (CCSL), a subsidiary of the Bank, which providesmanpower resources to Bank’s Call Centre. Currently, the Bank's Call Centre isoperating with a capacity of 100 work stations and is connected by three Toll FreeNumbers (& one Toll Number is exclusively catering to Global Card related queriesand NRI Customers).1.3.3. Both, the IVR system and the Agents are capable of providing response in multiplelanguages (English, Hindi and six other Indian regional languages (Kannada, Telugu,Tamil, Malayalam, Bengali & Marathi)) as per choice of the customer.1.3.4. Current Scope of services of Existing Call Centre1.3.4.1. The call center at Bengaluru is operating with a capacity of 100 seats.1.3.4.2. The current scope of services of the Bank’s Existing Call Centre includes Inboundcalls, Outbound calls, IVR functions and Online chat service.a. Inbound calls are received for: Product information to customers / General public: Deposit products, Loanproducts, Credit Cards, Depository Services, Interest Rate, Service Charges etc. Account related information to customers: Balance enquiry, Transactiondetails, Interest earned/ paid, TDS, Standing instruction etc. Service request: Statement of accounts, TDS certificate, Interest certificate,Internet & Mobile Banking related request (User id, Password not received),Debit card not received etc. Such requests are sent to Branches/Sections forresolution.Facility of balance enquiry over missed call is also available.Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016Page 11 of 127
b. Outbound dialer facility is being utilized: As a recovery tool for reminding the customer for overdues in Retail Loanaccounts. For onboard calling in respect of newly opened Housing Loan accounts. Calling back product request leads received from various channels for furtherfollow up. Financial Inclusion callsc. IVR system:The Bank currently supports the following functions directly via IVR through CustomerID and T-PIN authentication, viz. Balance Enquiry, Transaction Enquiry, Ministatement.d. ComplaintsComplaints received at Call Centre are entered in CPGRS Package by the CSAs forfurther follow up by Customer Service Section of the Bank for final resolution.e. Online Chat FacilityThe Call Centre currently handles the online chat facility available on the Bank’scorporate website.1.4. Objective of Present RFP1.4.1. The Bank intends to expand its Call Centre capacity from the present level of 100Agents to 400 Agents in a phased manner, so as to enhance its capability to handlemore calls and provide more services through this channel. The Bank aims atexpanding the scope of services through inbound/outbound calls, IVR self servicefunctions and online chat facility to our existing and prospective customers.1.4.2. The expansion plans include setting up of two call centers on fully outsourced modelat the following centres. The scope of the RFP including functionalities/services to beextended and modalities for setting up of these call centers is furnished in detail inthe subsequent sections/paras. One call centre at Bengaluru. On satisfactory commissioning of new call centreat Bengaluru, the Bank may discontinue the existing call centre at Bengaluru.The timing of
Canara Bank, Marketing & RR Wing, HO -RFP 01/2016-17 dated 17/12/2016 Page 1 of 127 REQUEST FOR PROPOSAL (RFP) FOR "SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTER OPERATIONS ON FULLY OUTSOURCED MODEL" Issued by: CANARA BANK MCRM SECTION MARKETING & RR WING HEAD OFFICE 113-1 JC ROAD BENGALURU 560002 EMAIL: homcrm@canarabank.com
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